Officer, Ground Handling Quality Assurance Auditor

Officer, Ground Handling Quality Assurance Auditor

Job Category: Airport Operations

Requisition Number: OFFIC003877

Posted: March 27, 2025

Full-Time

On-site

Locations

Showing 1 location

Toronto, ON L5P1B2, CAN

Description

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada's leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you

As a GTAA employee, you'll have access to amazing benefits, including retirement planning, comprehensive group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Ground Handling Program, this position audits the quality of ground handling with primary focus to the licensed third-party ground handling companies. This is achieved via the development, maintenance, application, and/or conformance of the Service Level Standards outlined in the License To Operate issued to Ground Handlers as well as compliance to the Airport Ground Operations Manual, (I-GOM, International Ground Operations Manual), Pearson Standard and AHM (Airport Handling Manual) and applicable airside programs.

As an Officer, Ground Handling Quality Assurance Auditor, you will:

- Maintain a high degree of understanding of the GOM, Pearson Standard I-GOM and AHM
- Create and develop auditing tools applying industry best software tools, i.e. Iauditor.com
- Conduct regular and thorough audits and onsite inspections of facilities and operations
- Investigate all submitted Service Level Standards enforcement actionable items for damage assessment by other departments
- Prepare, analyze and archive all evidence collected during the auditing process, including a summary of each audit and proposed recommendations for liquidated damages against the Ground Handling Company
- Monitor, track and review all Service Level Standards. Prepare reports for management
- Participate in meetings with the GTAA and Ground Handlers and their airline partners, communicating methods to establish effective operating procedures that reduce non-compliance to Service Level Standards.
- Meet and discuss specific cases with Ground Handling Station Managers and/or Departmental Managers, trainers and front line Ground Handling staff in a training session to ensure an understanding of the procedures and restrictions of the Service Level Standards
- Develop and/or analyze regular reports, existing Service Level Standards or recommendations for new Service Level Standards
- Develop and deliver presentations and/or training and other materials as needed on the Ground Handling Service Level Standards, for internal and external audiences
- Support Stakeholder Relations and Communications (SRC) by responding to questions and complaints with regards to Ground Handling operations, including but not limited to existing Service Level Standards
- Maintain well-organized, clear and concise formal records of all auditable Service Level Standards
- Attend meetings, public forums and open houses outside of regular working hours as required, to present auditing statistics and answer questions regarding Ground Handling Service Level Standards and auditing procedures or to present findings of audits.
- Develop prepare and/or provide input into other comprehensive, in-depth reports, briefing notes, presentations and other documents
- Support various working committees, including IATA and ICAO, to influence process improvement

This unionized position has an hourly wage of $44.63, based on a 37.5-hour work week. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A written test may be administered as part of the competitive process.

Candidates with relevant external experience must provide references with their applications in order to confirm this experience.

This is the role for you, if you have:

- Three (3) years' experience working with an airport operational experience or five (5) years of ground handling experience
- Extensive experience in writing reports, presentations, auditing
- Experience working with Ground Handlers, airport community partners and other industry agencies would be an asset
- Understanding of an airport operating environment would be an asset
- Extensive understanding of Ground Handling Operations
- Able to obtain and retain a Transportation Security Clearance
- Valid 'DA' AVOP or be able to obtain within 30 days

Knowledge and skills you bring, that set you up for success:

- Knowledge of Pearson International Airport topography and layout of the aprons, taxiways and runways; bagrooms, baggage systems and facilities used by Ground Handlers
- Knowledge of aircraft, airline, Ground Handler and airport operating procedures and emergency procedures
- Knowledge of auditing software APPS such as I-auditor
- Knowledge of SMS quality management principles and project management processes and administration
- Ability to collaborate with all partners, senior leaders and agencies, with the ability to influence and agree despite conflicting priorities
- Strong verbal and written communication skills
- Ability to produce well-written, detailed, succinct, accurate and concise reports
- Ability to develop and present technical information in plain language to internal, external and community stakeholders
- Strong MS Office skills (Word, Excel and PowerPoint) as well as Tableau, Power BI or other data sorting software
- Maintaining knowledge of relevant Acts, Regulations, Standards, Recommended Practices and Procedures related to airports, aircraft and aircraft ground handling equipment GOM, I-GOM, AHM and IATA regulations, and the types of aircraft and ground support equipment
- Knowledge of the relationships and interactions of GTAA operational departments, government agencies, airlines and ground handlers
- Able to develop effective working relationships
- Tact and subtlety with effective influence skills
- Must have strong investigative and analytical skills with the ability to offer practical solutions
- Ability to represent the GTAA in a professional manner at external forums and present on components of the Ground Handling Service Level Standards, including the ability to answer questions and act as a Subject Matter Authority
- Knowledge of Safety Management Systems including GTAA specific Policies and Procedures, and Risk Assessment process
- Ability to work in a fast-paced environment during peak travel periods with the ability to multi-task and prioritize
- Ability to work in inclement weather and work airside with exposure to vehicle and aircraft fumes/emissions etc.

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